Senior Telecommunications Assistant, G7

The Senior Telecommunications Assistant provides technical assistance and supervision in desktop administration, server operations, service installation and support, procurement and logistics, and service coordination within the Office of Information and Communications Technology at the United Nations Headquarters in New York. The role involves overseeing onsite support operations, coordinating enterprise onsite support services, and managing teams to ensure efficient IT service delivery.

Responsibilities

• Provides full range of technical assistance and team supervision in desktop administration and support.
• Plans, schedules, and coordinates the work of the team.
• Distributes work assignments and monitors progress.
• Provides guidance and training to new/junior staff.
• Coordinates with other organizational units on desktop administration and configuration issues.
• Monitors software distributions and oversees software updates, scripting, testing, and support.
• Performs 2nd level desktop troubleshooting and provides technical advice to clients.
• Designs and establishes internal databases and files.
• Provides full range of technical assistance and team supervision in server operations and administration.
• Oversees installation, configuration, testing, and deployment of server hardware and software.
• Ensures 24x7 operations and monitoring of assigned systems.
• Performs complex troubleshooting of server systems.
• Liaises with other groups for efficient server operations.
• Implements server backups and produces performance reports.
• Writes and maintains documentation of server systems.
• Supervises installation or support staff and ensures service requests are logged and tracked.
• Acts as problem escalation point and diagnoses complex hardware, software, or connectivity problems.
• Designs and implements solutions for simple problems and assists in complex problem resolution.
• Provides orientation and training to technical staff and end-users.
• Drafts end-user and technical documentation.
• Generates workload and performance reports.
• Assists in design and improvement of automated tracking and inventory management systems.
• Supervises staff and oversees logistics unit operations, ensuring inventory management and security procedures.
• Manages procurement of inventory supplies and liaises with other OICT areas and Permanent Missions.
• Supervises service coordination unit, ensuring quality assurance and client contact point for OICT services.
• Establishes and documents workflow procedures and assists in continuous improvement of request management systems.
• Keeps abreast of latest OICT standards and technology.

Requirements

• High school diploma or equivalent is required.
• Technical certifications in information technology, IT service management, systems administration, or related disciplines are desirable.
• ITIL 4 Foundation certification or other IT service management certification is desirable.
• A minimum of ten (10) years of progressively responsible experience in information technology, end-user support services, IT operations, infrastructure support, or a related area is required.
• At least five (5) years of experience supervising technical support teams and coordinating enterprise onsite support operations is required.
• At least five (5) years of experience supporting large-scale client environments and service delivery operations in a complex organizational setting is required.
• Experience overseeing multi-disciplinary onsite support functions, including desktop support, service coordination, logistics, and infrastructure support, is desirable.
• Experience with IT service management frameworks (e.g., ITIL) and service delivery platforms is desirable.
• Experience in data analytics, reporting, or performance monitoring is desirable.
• Experience with Microsoft 365 (M365), Azure, and cloud-based enterprise support environments is desirable.
• English is required at UN Level II reading, writing, listening, and speaking.
• French is desirable at UN Level II reading, writing, listening, and speaking.

Skills

• IT Service Management
• ITIL 4 Foundation Certification
• System Administration
• Technical Support Supervision
• Enterprise Onsite Support
• Desktop support
• Service Coordination
• Infrastructure Support
• IT Operations
• Data Analytics
• Performance Monitoring
• MS Office 365
• Azure
• Cloud-based Support
• Logistics and Procurement Management

Languages

English, French